How to improve self-service adoption on your service desk

Self-service adoption rates for IT support are surprisingly poor. Here’s why the time is right to improve self-service to help your service desk enjoy dramatic improvements.  

The first point to note is that customers will readily use self-service today.  When the idea of “fix-it-yourself” service was first introduced, there was something of a backlash.  Customers resented having to fix something for themselves and instead made it very clear they would continue ringing the call centre/ help desk, thank you very much.

Your customers are ready for self-service; are you?

Your customers are ready for self-service; are you?

This cultural rejection of self-service made it very difficult for service desks to enjoy any kind of success.  Support portals were duly built but because they weren’t used, enthusiasm for the project quickly abated.  The end result is that the majority of service desks have legacy support portals that have effectively been mothballed.

Fast forward to 2017 and the landscape is completely different.  Today, not only will customers happily use self-service facilities, in many cases they actively prefer them.

Think about popular consumer services today.  We order Uber via an app instead of calling a cab company.  We buy books and other products from Amazon without ever encountering another human being.  And we order take away food on our Smart TV rather than make a phone call.

Culturally, your customers are ready for self-service, as long as it is user-friendly and efficient. The next step obviously is to create a user-friendly support portal and advances in technology mean this has become much easier in recent years.  For example, the drag-and-drop builder which is part of Richmond ServiceDesk means that support pages can be built in minutes. 

Of course, there is more to building a support portal than the interface, and all these elements are covered in our latest Service Desk Best Practice Guide.  Subscribe to download "How To Get People Using Self-Service For IT Support”, this guide comprehensively explains why the business doesn’t use your self-service portal and the changes which will make the support facility useful.

Improving self-service adoption requires skill and dedication.  But with the main barrier of cultural acceptance no longer a factor and improvements in technology making the logistics of building the facility easier, it’s really down to the service desk to create a support portal that delivers value.